Create a special WFM dashboard report for a non-WFM audience. Select three key components (choose things that help communicate progress) Include regular and stretch goals alongside actual performance Design it for people who are outside of the workforce management team Deliver this very consistently, at the same time/day each month (or, if you’re ambitious, each week!) Next year ~ switch up the three key components to something new! The regular operating rhythm will help engage stakeholders and business partners and they will begin to look forward to getting updates from you. This will also help others see you and the...
Join the WFH Alliance for two days of candid discussions, practical strategies, and peer learning focused on leading remote and hybrid contact center teams. This in-person experience is your opportunity to connect with forward-thinking leaders, gain actionable insights, and explore solutions to common challenges. Registration includes optional attendance to the St. Paul Saints game the evening of June 2nd at no additional cost! Agenda Highlights: Technology implementation stories Legal landscape and compliance review from Jackson Lewis Attorneys Sourcing, hiring, onboarding,...
Date: Tuesday, April 14, 2026 Time: 11:30 am-12:30 pm CT Stop Guessing: How Leaders Make Confident Capacity Decisions Under Uncertainty As complexity and volatility increase, leaders can no longer rely on baseline forecasts and educated guesswork to make capacity and financial decisions. Recent experience has revealed the limitations of traditional forecasting: accuracy alone does not prepare organizations for what lies outside the plan, and historical data must be treated as a starting point, not an answer. The session demonstrates how...
Date: Thursday, March 12, 2026 Time: 11:00 am-12:00 pm CT AI Is Changing the Workforce — Is Your WFM Ready? Organizations are rapidly adopting AI to automate routine tasks, accelerate service, and reshape customer journeys — but the rise of AI agents/bots hasn’t reduced the need for workforce management. It has expanded it. As contact centers shift toward hybrid human‑AI operating models, WFM becomes the orchestration layer ensuring the right blend of human expertise and AI capacity is available at...
